FAQ
FAQs
Processing and Shipping Times
Q: How long does it take to process my order? A: All orders are processed Monday through Friday, and it takes 3-5 business days to process your order before shipping. Please note that business days do not include weekends.
Q: How long does standard shipping take? A: After your order is processed, shipping may take up to 14 business days. Business days do not include weekends. We appreciate your patience and understanding.
Returns & Refunds
Q: What is the return policy? A: At Novu, we offer free returns and full reimbursements for any issues with your order. You may request a return by emailing us at info@novuathletica.com within 5 days from order delivery. Please provide your order number and a description of the issue, along with any relevant photos.
Lost or Stolen Packages
Q: What should I do if my package is lost or stolen? A: If you believe your package has been lost or stolen, please contact the shipping courier first and then email us at info@novuathletica.com. We are not responsible for lost or stolen packages, but we will do our best to assist you in resolving the issue.
Tracking & Shipping Policy
Q: When will I receive my tracking number? A: Tracking numbers will be provided within 7-10 business days after your order has been processed. Most packages are sent through USPS. Please keep in mind that business days do not include weekends.
Q: How can I check the status of my package? A: If you are experiencing any issues with tracking or updating the status of your package, please contact our Customer Support team at info@novuathletica.com. Due to Covid-19, please allow a maximum of 30-45 days for delivery.
Secure Ordering & Privacy Policy
Q: How does Novu protect my privacy? A: At Novu, we value your privacy and take the necessary steps to protect your personal information. When you engage with our brand, whether by browsing our site, purchasing, or registering for an account, we collect and securely store your information. This can include your name, email address, delivery address, phone number, credit card details, date of birth, and other general marketing preferences.
Q: What information do you collect from my device? A: We collect device-specific information, such as the model, operating system, unique device identifiers, and mobile network information when you use our site to ensure a smooth shopping experience.